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Focus on These Metrics to Optimize Customer Service

Mar 15, 2023 | 16m

Not all metrics are made equal. In this podcast, Brett shares a fresh perspective on customer service metrics, and which KPIs leaders should actually be focusing on to optimize performance and ultimately – customer satisfaction. You'll also learn how to effectively communicate the insights from your data to the relevant functions in your organization.

Gain Actionable Insights Into:

  • The difference between macro-level and micro-level customer service metrics
  • Presenting customer service data to business functions in their language
  • Setting KPIs that are actually within the customer service agent's control

Hosted by Pippa Woodhead


Brett Frazer

Former VP, Customer Service




Improve Your Customer Service Skills